Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dishwasher was installed without a p trap. I want CP to pull permits for all the work they did here that requires a permit. The heat ducts and boots were not installed properly. The bathroom sink and bathtub do not drain properly because there are positive slopes. I asked Kade to fix that. He cut the drain pipe and put a cap on the pipe. That didn’t fix the issue. I don’t know if any of their work is done to code because they didn’t pull any permits. The furnace ducts are too far away from the wall and are very crooked. The owner of CP got mad at me on the phone today and told him not to call back.

  

  Business Response

  Date: 12/02/2024

  Response
  The dishwasher was installed correctly.  Dishwashers
  drain into the pipe under the kitchen sink.  Essentially, they piggy-back
  on the sink P-trap.  This is standard practice.  The heating ducts were
  installed as per the customer’s instruction.  The technician did a
  walkthrough and received approval from the customer before collecting on the
  job.  We are unaware of any drainage issue for the sink and bathtub. We
  cut back an abandoned pipe as it was in the way of a future closet.  As
  shown in the picture the customer provided, the drain pipe is original to the
  home (1970’s).  After checking all appointments for this property, there
  is one permit required.  It is the gas permit for the water heater installation,
  which was pulled and passed at the time of installation.  I have attached
  it here.  We have pictures of the ducts that we installed.  They are
  properly supported and in an unfinished space.  It appears they are
  installed low enough to accommodate a suspended ceiling.   The phone
  call with our owner is recorded.  He clearly explains that he is not aware
  of all of the details that the customer wanted to talk about.  He informed
  her that unfortunately the other owner (who did know) was out sick, and could
  we reschedule the call.  She said no, and that we were to deal with it
  today.  Conversation derailed from there.  Our owner suggested that
  we weren’t likely to find resolution and should part ways
  
  

  Customer Answer

  Date: 12/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Their response is inaccurate.  I also have several text messages with pictures that to **** (one of their managers) for proof.   * **** **** ***** ******** ***** *** ***** **** *** *****.   I would like to forward the proof via email.   I also have emails from the **** ** ********* building standards plumbing inspector who agrees with me.  He told me I can not have an inspector come out as centennial did not pull any of the required permits.  He told me any time there is an alteration in a waterline, sewer line or vent line, a permit had to be pulled.  I called the day before and was told to call back at 9:00 the next morning.  ** **** **** ** ************ *********  
  
  
  
  Sincerely,
  
  
  
  ***** *** *****

  

  Business Response

  Date: 16/02/2024

  Dear Better Business Bureau,
  We are reaching out in response to a complaint lodged by *****
  Jones concerning services rendered at her residence by our company, Centennial.
  While we take every complaint with utmost seriousness and strive for the
  satisfaction of all our clients, it is equally important for us to address the
  nature of interactions between ***** and our staff, which have significantly
  impacted our ability to resolve concerns amicably.
  Firstly, regarding the installation of the dishwasher, we affirm
  it was executed correctly, adhering to standard practices. The configuration
  allows the dishwasher to drain through the kitchen sink's existing P-trap, a
  common and accepted method. This and other technical aspects of our service,
  including the installation of heating ducts and addressing plumbing concerns,
  were conducted professionally and in accordance with industry standards. We
  have sought to clarify misunderstandings and can provide evidence of
  compliance, including the procurement and passing of necessary permits, such as
  the gas permit for the water heater installation.

  
  However, the dialogue regarding these service concerns has been overshadowed by the unfortunately aggressive and disrespectful behavior exhibited by ***** towards our employees. Our staff members have faced repeated instances of harassment, including being screamed at during multiple interactions. Such behavior has not only strained the professional relationship but also hindered our efforts to engage in constructive problem-solving. Despite these challenges, until the last interaction, our team has consistently attempted to address and rectify the concerns raised, adhering to our high standards of customer service and workmanship.
  The final interaction with our owner, which resulted in a suggestion to part ways, was a culmination of ongoing distressing communications. We believe in maintaining a respectful and professional environment for both our clients and employees, and it is regrettable when this is not reciprocated.

  We are deeply committed to the well-being of our employees and believe that resolving service issues should not come at the expense of their dignity and respect. In light of the difficulties faced, we propose mediation/arbitration as a potential avenue to address the service complaints raised in a manner that ensures a respectful and constructive dialogue.
  Thank you for your attention to these concerns.  At this point, we don't feel that we can trust ***** to allow us to resolve any potential issue in a constructive way.  We are willing to go to mediation/arbitration, if that is a solution that your organization would recommend.
  Sincerely,
  **** *******
  Leader of Installations
  Centennial Installation & Service Corp.